Louisville, Kentucky
Baltimore, Maryland
Ithaca, New York
Posted: 15-May-26
Location: Ann Arbor, Michigan
Internal Number: 277566
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that have prepared you for this position.
The Navigation Services Coordinator is responsible for managing the Hub Navigation Desk Services for an outstanding student and guest services experience. The Navigation Services Coordinator brings the Opportunity Hub's Information Services vision to life through a system and culture of providing information (answers, resources, direction, knowledge) and service (hospitality, generosity, empathy) to all Hub/LSA visitors. This role oversees the daily operations of the Navigation Desk and its student staff, and provides training and support around the Hub's Navigation Services Development Model.
Key areas of responsibility:
60% - Information/Navigation Services - Create a welcoming, responsive, and informative experience for all visitors to the Hub and LSA Building.
- Customer Service Delivery
- Greet and assist all visitors with hospitality, empathy, and professionalism.
- Answer frontline inquiries (in person, phone, email) and route them to the appropriate staff.
- Support drop-in coaching sessions and manage student appointments.
- Help students navigate Hub platforms like the LSA Engage, LSA Connect, etc.
- Maintain a clean, safe, and welcoming lobby environment.
- Service Administration
- Track visitor data and trends to improve services.
- Oversee front desk check-out systems (tech, materials).
- Collaborate with LSA Tech Services, LSA student-facing departments, and the Dean's Office on shared desk operations.
- Work with the Learning, Data & Assessment team to:
- Collect key service metrics.
- Develop tracking and reporting tools.
- Forecast visitor volume and resource needs.
20% - Support the Hub Intern Program - Lead and support a team of 12-15 student interns who staff the Hub's Information Desks.
- Provide leadership, supervision, coaching and professional development for interns.
- Provide timely and constructive feedback regarding competency development via oral and/or written avenues
- Monitor intern progress through the Navigation Services Development Model.
- Oversee task assignments and training, using ClickUp for project management.
- Coordinate intern schedules and identify professional development topics for monthly meetings.
- Assist with intern onboarding and orientation as needed.
20% - Facilities & Program Coordination for Student Services
Collaborate with LSA and U-M partners to ensure that Hub spaces and resources support seamless student experiences.
- Coordinate the use, access, and maintenance of publicly facing interview rooms, meeting rooms, and shared spaces.
- Partner with college programs and facilities teams to address student check in processes to various services located in the LSA Building, emerging custodial needs, and interview and meeting room equipment functionality.
- Support smooth operations by managing and distributing mail throughout the LSA Building.
- Represent the Hub on student services-related college-wide groups such as LUGS to ensure alignment in serving LSA students.
- Experience with front-desk environments or administrative assistance roles and demonstrated strong organizational and customer service skills.
- Experience supervising or managing student or volunteer staff.
- Comfortable using Google Suite, databases, project management and scheduling tools.
- Ability to multitask and adapt in a fast-paced, student-facing environment.
- Demonstrated ability to deliver equitable, guest and student-centered service, recognizing and responding to diverse needs and reducing barriers to access.
The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks. Background checks are performed in compliance with the Fair Credit Reporting Act.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.
The University of Michigan is an equal employment opportunity employer.
